Redeeming a code is not working

The error indicates that, even though the seller claims the code matches the region, Microsoft’s systems detect it as belonging to a different market than the region on the Microsoft account being used to redeem it. Region-locked items (including Xbox Game Pass codes and other subscriptions) generally cannot be redeemed outside the region where they were originally issued.

Based on the available guidance:

1. Items and balances are region-bound. Microsoft explicitly notes that items and balances tied to a region may not work in another region, and funds or entitlements cannot be transferred between regions.
2. Codes must be redeemed in the same region as the Microsoft account. If a code is flagged as purchased in a different region, Microsoft will block redemption.

Practical next steps:

1. Confirm the Microsoft account region
   • Check the country/region set on the Microsoft account and on the device (Windows or Xbox) to ensure they match the actual country where the code is supposed to be valid.
   • If the account region is different from the real long-term location, changing the region is only recommended when actually moving to a new country/region for a long time, and existing balances/items may not carry over.
2. Do not try to bypass region checks
   • Using VPNs, proxies, or mismatched regions to redeem region-locked content is considered a violation of Microsoft Rewards and Store policies and can cause redemption failures or account issues.
3. Work with the retailer
   • If the code truly does not match the account region, Microsoft’s guidance for codes purchased from a retailer is to contact the retailer for resolution or replacement when the wrong code/region was sold.

If the account region is correct and matches the country where the code is supposed to be valid, the only supported path is to contact the seller (Eneba) and request either a region-correct replacement code or a refund, explaining that Microsoft reports the code as purchased for a different region.

References:

• Change your country or region in Microsoft Store
• Redeem a gift card or code to your Microsoft account
• Learn about Microsoft Rewards